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frazerrsimplycollect
@co.uk
| Wanadoo takes money but provides no service Please read following letter I have send. This was sent to two addresses at Wanadoo and watchdog. So far only watchdog has responded. Wanadoo do not respond to problems. They totally agree that my situation is ongoing and have a full history of problems recorded but are unable to deliver. I still have not been reconnected after 9 weeks aof phoneing every 2 days. Please read letter:
Wanadoo Customer Care
Wanadoo UK plc
PO Box 486
Rotherham
S63 5ZX
From:
Richard Frazer
2 The Link
Acocks Green
Birmingham
B27 7SS
Home Tel: 0121 778 5583
(wireless connection to this number above)
Mobile: 07799 184 497
Work: 0121 703 6129
Wednesday, 07 December 2005
Dear Sir / Madame,
I would like to make a complaint about the poor levels of service that I have received from your company in regard to your wireless connection. The actual received service is abysmal. I have been offline and without my connection for over 8 weeks now. Your staff agree totally that I am in the right and repeatedly say the item with be with me in 3 to 5 days but so far not one agreed date has been met in the last 8 weeks.
Our first problem was way before the current issue, I will mention it but do not focus on this one it gets much better - It was on the first order we ever made for broadband. Months previous to the current problem we decided to get a wanadoo connection about 12 months ago. I ordered a wireless connection pack (livebox and wireless adapter) and enquired into the price of another individual wireless adapter. I decided on the phone that that the extra adapter was too expensive for the time being and so asked for just the connection pack. This could not be done as the operator had decided to purchase the items on my account before I had said I wanted them. This set off a two month long refund cycle, which took my account into the red (I always put excess cash into an instant savings account) all the way through your company agreed that the service was poor (strange huh). I was being told ‘yes we can see you did not order it’, ’no we cannot refund’, until eventually I did get the refund of £40 for the adapter I never ordered and never had. I even had one guy tell me that ‘you should keep money in your account in case of a situation like this’. I asked ‘how much of a mistake are you likely to make in a month and I will set that up immediately’. He did not answer.
I decided to put that down to experience and a few months later decided to order the second connection for my new computer and finally connect myself personally to the internet. (I do not have access to the currently connected computer in the house as it is not mine although the bills do come through my account.)
The order took a huge cycle of nearly 7 weeks before it finally arrived on my door despite being told it would originally take between 3 to 5 days. Firstly I called about 2 weeks after and asked where it was, to be told ‘We have not placed the order for you, we can see the order was made though’. They told me they had now placed it at that point. I phoned again a week later. I had the same answer that the order had not been placed. I phoned every couple of days after that and have had the following answers ‘the system has lost the order’x2, ‘it is in the post’, ‘it will be with you tomorrow’, ‘it is out of stock’. It did finally arrive after 6 weeks but as luck would have it the live box went down a couple of days before arrival (probably bored from lack of use).
I was told that ‘the procedure requires us to send a power-pack as that is usually the part which goes down’. It sounded reasonable so I agreed. It was stated that ‘It usually takes 3 to 5 days to arrive but I have known them to arrive much sooner’. I thought ‘fat chance’ knowing my previous history but I had no reason to argue with this girl who had been very helpful on the phone.
Surprisingly (spot the sarcasm) it did not arrive, it has not arrived, and I actually expect it will not arrive as I have phoned every couple of days after the expiry of this 5 days expect and have been told the following excuse; ‘what order’, ‘we can see you have placed an order but the system does not seem to have one’, ‘it will be on your doorstep tomorrow’. It has been over a month now just for this item.
You would think this was made it up, but your system seems to record everything I have said in good detail. I am amazed that you cannot deliver on your promises at all. I have had an amazing range of quality from your helpdesk staff, some cannot help, some are clearly under-equipped to deal with people, some are very good, but at the end of the day your systems are letting them and your customers down. I have not received this charger even now and so the live box is still dead. It is also not known if the powerpack will solve the problem as the problem may well be the livebox and I assume that the problem will continue on another cycle at that point. I have had no access to the internet at all since this cycle started 8 weeks ago and I am now extremely annoyed.
What annoys me more is that I could have bought a Belkin system at half the price. My friends who had the Belkin system laugh at me on a regular basis when I update them about this saga.
P.S. – Never ask to be transferred to another department – it is guaranteed that phone is never picked up. If you do not believe me phone ‘wireless and talk’ customer service and ask to be transferred to technical support.
Always phone direct. That has tricked me twice as I have been held for 20 minutes before putting the phone down and redialling direct, but when you phone direct to technical support they pick up in a mere 5 minutes. Interesting huh.
Also I have sent emails to over 7 of your wanadoo email addresses and have never had responses. I can provide evidences of this. I was told by your help desk that one of these addresses I should expect a response within 24 hours. I did not, so I sent every day after that for a week and then sent 20 copies of the same email in one go. No response apart from the message that automatically comes back stating you will respond in 24 hours. Please note the frustration of this message. I will cancel this ‘so called’ service if I do not receive the basic terms of the contract within the next few weeks. I have no connection , please help.
This letter has been sent to yourselves and the following addresses:
The Company Secretary, Wanadoo UK plc, Verulam Point, Station Way, St Albans, AL1 5HE
BBC Watchdog, 201 Wood Lane, London W12 7TS
Any queries or information about what you are going to do for me please let me know. I expect an answer within a reasonable amount of time. Not 8 weeks.
Regards,
Richard:( | |
| | Ronin1
join:2005-11-09
UK
1 edit | Re: Wanadoo takes money but provides no service That sounds awful, but certainly typical of wanadoo. Their service has only gotten worse over the years and they haven't improved their hardware either. I did finally get my friends third party wireless device working - though no thanks to wanadoo(Basically the webpage they direct you to for third party support is a barefaced lie....presumably to force you to buy a usb adapter).
I have advised my friend to cancel his account with them, which, luckily for him is up in the new year, however my advice to you is that you look clearly at the wanadoo terms of service and start showing your anger and frustration on the phone, start recording your conversations, photocopying your letters and make plans to cancel this contract which has clearly been breached by Wanadoo.
Anyone who signs up for wanadoo after reading this and the plethora of other complaints against them needs help of another kind.
Also bear in mind that the range of the Wanadoo livebox is pityful - I have a wired connection throught Nildram(Netgear Router) which can stretch further than the Livebox and I would recommend either company to anyone looking for a new ISP in the UK, their contract is monthly btw.
Hopefully In the future I can help anyone else having wireless connection problems, given the amount of time I have poured into setting it up on a network, but don't expect a stable connection with faulty hardware and an Isp that frankly ranks slightly higher than a bank robber.
Lastly - remember that Wanadoo rent this box to their customers and they perform firmware updates over the internet - which is a horrible idea and largely responsible for creating so many paperweights. The options available in the router setup are also woefully inadaquate, though there is a gimmer of hope for setting it up for certain services using portforward.com - though you'd have to actually get them to post it out first, presumably it will be there in "3-5 months...o sorry I mean days"
As a side note I would remove your address and telephone number from the above post. | |
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frazerrsimplycollect
@co.uk
| Thank you for your response but the saga continues. I will take your advice from the letter posted and remove some personal details but I wanted to show it was a real person involved.
Although 'watchdog' replied within a few days to the letter listed above. I have only today received a reply from wanadoo in regard the posted complaint letter (I really didn't expect a reply at all following all other means of communication failing).
There response was to apologise and agree I have been waiting since october for connection. The letter seems to suggest I am waiting for a wireless connection adapter. There is no mention of the fact it is the powerpack I am waiting for. This worries me. I think I will have to make sure I will be receiving the right item; when and if it ever arrives. This means another call. Great!
They have said in the letter they understand I have had poor service and have given me a contact email address which they claim has a 3 hour response time to call me back, which wanadoo want me to call to set the item up when it finally arrives. I may not need this as I am only waiting a plug to turn the livebox on with!
Something tells me that the 'electric plug user helpline service' does not get many calls and so 3 hour response is quite an easy thing to achieve.
I really hope that the months of down time are repaid in full with trimmings as I have paid a premium for this 'quality serice' and recieved no time on the internet at all with it. Another helpline service whether it is better than the first may not make me any happier now - no matter how nice they are to me.
I was not one of the few who rent the box. I was one of the earlier few who paid £70 for this dead live box thinking it would be a good thing to have. also £40 for an adapter I cannot use, plus £17.99 a month. I don't get the telphone service they offer the new customers. I don't actually get any service.
I am so angry with this company who simply stall and stall people then tell me I am being impatient for demanding it quickly because it has only just been Reordered for the 6th or 7th time. I only planned on ordering the items once. It is wanadoos systems that have reordered. I have not ordered again. They have. I ordered once. When being told on so many times an item is 5 working days away since October and it is now christmas what do they expect. I am known as a patient person but I think I have finally found something to even test me. | |
| |
frazerrsimplycollect
@co.uk
| Further update. According to the helpdesk as of this morning (19/12/05). The helpdesk thought I had ordered a wireless adaptor again. I corrected them and said it is a powerpack. They said it was ordered and posted on Friday 16/12/05. They then explained to me how impatient I was being. I had to explain I did not order then. They have I have been trying to receive this item for over 10 weeks now.
Previously I was waiting for a wireless adapter but that came in a mere 6 weeks. The livebox went down during that time (as I said again from lack of use).
As I keep having to remind them they are the ones reordering not me. I placed an order for an item over 3 months ago and since then have had no connection to a service I have paid £70 for the wirless connection, £40 for a wireless adapter, and £17.99 a month.
The item I am waiting on is not guarenteed to fix the problem. It is simply something they try before asking for the livebox back. This whole situation is amazing and it is so depressing and christmas time I cannot explain.
The whole idea of having a connection at home was so I could take a lot of my work home for xmas so I could spend more time there.
For the first time today I have lost my cool on the phone (I have phoned every other day since the first 2 weeks waiting for nearly 2.5 months now).
I said 'If the item is not at my house by wednesday 21/12/05. I will stop my direct debits, and pursuee the whole situation legally. I am a man of my word so I imagine I will be sorting this out in the new year.
I am sure I signed a contract which meant they have to deliver a service.
Very Angry wanadoo customer
Richard Frazer
frazerr@simplycollectables.co.uk
P.S - If I am pursuing this situation legally I will need information from other people of similar situations. Thank you for information that has been sent to me so far. Please if you have anything which you want to get off your chest about wanadoo or think you have something that may help please send emails to frazerr@simplycollectables.co.uk. | |
|
efp
@wanadoo.fr
| Wanadoo France (now Orange) I think the previous comments dealt with Wanadoo UK.
I've been using Wanadoo France (now called Orange) and I have only good things to say about them.
With the occasional problem on the networks and a cost slightly higher that other ISP, I would definitely recommend them in France. | |
| communibus
join:2003-05-02
England | Wanadoo France (Now Orange) Change of name maybe same old system. No Change, They are'nt interested  | |
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